Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead incident management for Prime Video, ensuring seamless customer experiences during outages.
- Company: Join Amazon's Prime Video team, a leader in streaming entertainment worldwide.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and innovation.
- Why this job: Shape the future of entertainment while collaborating with top engineering teams.
- Qualifications: Experience in incident management and a degree in Computer Science or related field required.
- Other info: Amazon values diversity and offers equal opportunities for all applicants.
The predicted salary is between 36000 - 60000 £ per year.
Tech Operations & Escalation Manager, Prime Video Insights
Join to apply for the Tech Operations & Escalation Manager, Prime Video Insights role at Prime Video & Amazon MGM Studios
Tech Operations & Escalation Manager, Prime Video Insights
1 day ago Be among the first 25 applicants
Join to apply for the Tech Operations & Escalation Manager, Prime Video Insights role at Prime Video & Amazon MGM Studios
Get AI-powered advice on this job and more exclusive features.
Description
Come build the future of entertainment with us. Are you interested in shaping the future of movies and television? Do you want to define the next generation of how and what Amazon customers are watching?
Description
Come build the future of entertainment with us. Are you interested in shaping the future of movies and television? Do you want to define the next generation of how and what Amazon customers are watching?
Prime Video is a premium streaming service that offers customers a vast collection of TV shows and movies – all with the ease of finding what they love to watch in one place. We offer customers thousands of popular movies and TV shows including Amazon Originals and exclusive licensed content to exciting live sports events. We also offer our members the opportunity to subscribe to add-on channels which they can cancel at anytime and to rent or buy new release movies and TV box sets on the Prime Video Store. Prime Video is a fast-paced, growth business – available in over 240 countries and territories worldwide. The team works in a dynamic environment where innovating on behalf of our customers is at the heart of everything we do. If this sounds exciting to you, please read on.
Are you interested in ensuring customer can always watch their favourite movie or show? If so, you might be the right person for the Incident Mgr role in the READI team who drive availability for Prime Video.
Key job responsibilities
- Lead calls on customer impacting, high severity, outages that drive towards resolution by co-ordinating efforts across multiple engineering and operational teams, including for ambiguous problems we might not have seen before.
- Deconstruct complex incidents into workstreams that can be managed by multiple incident responders in parallel.
- Monitor and manage communications during high severity events via relevant channels, including being the single point of contact for executive leaders
- Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams
- Own improving the effectiveness of incident response by driving continuous improvement of standard operating procedures and the tools that help you resolve incidents efficiently.
- Proactively identify opportunities for improvement through gap analysis, trend identification, and cross-functional collaboration.
- Act as a key stakeholder for the engineering teams who deliver observability and triage tooling.
- Development/scripting skills in at least one interpreted language (e.g. Java, Python) as well as shell
- Experience automating tasks through creation and maintenance of scripts and tools
- Develop platform expertise by executing multi-service stress tests and deep dive to root cause resulting issues
- Be a subject matter expert on Prime Video’s incident and response tooling for Prime Video engineers in your region
- Build relationships with the other Incident Response teams across Amazon to share best practice and enable effective collaboration during cross organisational outages/incidents
- Mentor and train local Incident Response teams with skills based on state of the art tooling
- Perform other duties as required by the organisation.
Basic Qualifications
- Experience in an incident management call leader capacity.
- Proven analytical skills identifying customer impacting issues.
- Experience developing and implementing standard operating procedures.
- Problem management expertise in identifying root cause and develop reporting to track mitigation status.
- Experience with handling technical issues in a support environment.
- Demonstrated skill and passion for operational excellence.
- Exceptional written and verbal communication skills
- Bachelor degree in Computer science or related field, or equivalent industry experience.
Preferred Qualifications
- Experience in modern scripting programming languages.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Company – Amazon Development Centre (London) Limited
Job ID: A2942506
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Information Technology, Consulting, and Engineering
-
Industries
Entertainment Providers
Referrals increase your chances of interviewing at Prime Video & Amazon MGM Studios by 2x
Get notified about new Technical Operations Manager jobs in London, England, United Kingdom .
London, England, United Kingdom 2 weeks ago
Greater London, England, United Kingdom 2 weeks ago
Gatwick, England, United Kingdom 2 days ago
Digital Operations Manager, IT Manager, IT Operations Manager
Hounslow, England, United Kingdom 2 weeks ago
Harrow, England, United Kingdom 2 weeks ago
Senior Technical Operations Manager – GSK (Mechanical)
Hertfordshire, England, United Kingdom 1 week ago
Technical Manager (Fabrication Workshop)
London, England, United Kingdom 1 week ago
Greater London, England, United Kingdom 1 week ago
London, England, United Kingdom 1 day ago
London, England, United Kingdom 1 week ago
City Of London, England, United Kingdom 2 days ago
London, England, United Kingdom 2 days ago
Slough, England, United Kingdom £39,513.00-£39,513.00 21 hours ago
London, England, United Kingdom 2 weeks ago
City Of London, England, United Kingdom £30,000.00-£34,000.00 1 day ago
Ealing, England, United Kingdom 1 week ago
London, England, United Kingdom 4 months ago
Technical Manager – Automotive and Industrial
London, England, United Kingdom 4 days ago
Data Centre Engineering Operations Manager
London, England, United Kingdom 3 weeks ago
CMC Lead – Cell & Gene Therapies (Technical Operations)
London, England, United Kingdom 2 months ago
London, England, United Kingdom 4 days ago
SENIOR TECHNICAL MANAGER, GLOBAL ERP OPERATIONS
London, England, United Kingdom 3 days ago
Digital Operations Manager, IT Manager, IT Support Manager
London, England, United Kingdom 3 days ago
London, England, United Kingdom 1 week ago
London Area, United Kingdom £46,000.00-£46,000.00 1 month ago
London, England, United Kingdom £60,000.00-£63,000.00 1 month ago
Digital Operations Manager, IT Manager, IT Support Manager
London, England, United Kingdom 1 day ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Tech Operations & Escalation Manager, Prime Video Insights employer: Prime Video & Amazon MGM Studios
Contact Detail:
Prime Video & Amazon MGM Studios Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Tech Operations & Escalation Manager, Prime Video Insights
✨Tip Number 1
Familiarise yourself with the latest trends in incident management and operational excellence. Understanding the current best practices will not only help you in interviews but also show your commitment to continuous improvement, which is crucial for this role.
✨Tip Number 2
Network with professionals already working in tech operations or incident management roles. Engaging with them on platforms like LinkedIn can provide you with insider knowledge about the company culture and expectations, giving you an edge during the application process.
✨Tip Number 3
Brush up on your scripting skills, particularly in languages like Java or Python. Being able to demonstrate your technical abilities during discussions can set you apart from other candidates and show that you're ready to tackle the challenges of the role.
✨Tip Number 4
Prepare to discuss specific examples of how you've handled high-severity incidents in the past. Having clear, structured stories ready will help you convey your experience effectively and illustrate your problem-solving capabilities to the interviewers.
We think you need these skills to ace Tech Operations & Escalation Manager, Prime Video Insights
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in incident management and technical operations. Use keywords from the job description, such as 'analytical skills', 'operational excellence', and 'scripting languages' to catch the employer's attention.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the entertainment industry and how your skills align with the role. Mention specific experiences where you've successfully managed incidents or improved operational processes.
Showcase Technical Skills: Clearly outline your technical skills, especially in scripting languages like Java or Python. Provide examples of how you've used these skills to automate tasks or resolve complex issues in previous roles.
Highlight Communication Abilities: Since exceptional communication is crucial for this role, include examples of how you've effectively communicated during high-severity incidents. This could be through leading calls or managing communications with stakeholders.
How to prepare for a job interview at Prime Video & Amazon MGM Studios
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Tech Operations & Escalation Manager. Familiarise yourself with incident management processes and how they apply to streaming services like Prime Video.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with scripting languages such as Java or Python. Highlight any relevant projects where you've automated tasks or resolved technical issues, as this will demonstrate your problem-solving abilities.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle high-severity incidents. Think of examples from your past experiences where you successfully led an incident response or improved operational procedures.
✨Communicate Clearly
Since exceptional communication skills are crucial for this role, practice articulating your thoughts clearly and concisely. Be ready to explain complex technical concepts in a way that non-technical stakeholders can understand.
